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Currently, there is not a native view condition that can be leveraged to show tickets on which you are CC'd. However, this information can be obtained by viewing your tickets from within your support profile. Check out the video to learn how to access your CC tickets.
6 Comments
Hi Mara,
Thanks for producing this video!
There is lots of demand for this functionality - I would personally love to create a view of the tickets I'm cc'd on since it's much more efficient than going to the agent profile and would allow me to filter out tickets that aren't open. Has there been any discussion with your development team about implementing this functionality?
I should be able to create a view for the tickets I'm CC'd on
Hi Mark - Thanks for checking out the video! It looks like you've found the feedback thread for this feature request. When updates have been made to this functionality, the thread will be updated by a Product Manager. I'd recommend clicking the "Follow" option on the thread so you can be notified of updates!
@... Thanks, I am following that thread. There hasn't been an update to that thread by a community manager in 2 years, and in another community discussion about this, the most recent update by the Community Manager was 10 months ago. Since your post was very recent, I was hoping that there was maybe some more recent news.
Hi Mark - No news to report yet! We'll be sure to keep you updated through the Community threads if adjustments are made.
I agree we should be able to easily do a filter for this.
I agree... We can Filter by Assignee & Requester, but not CC.
When I open a ticket on behalf of an Individual I assign them as the Requester. Then I set the "Assigned to" to the Team/Group that should be working on the Ticket and add my credential to the CC so it will notify me every time there is an update.
Views are designed to save time and provide results based on "Specific Criteria" as opposed to jumping through several hoops and being presented with a generic list of every ticket I was ever CC'd on. However, I do appreciate you pointing this out.
Since Zendesk does not have a "Watching" or "Interested Party" Field that we could use to Filter By, the only other field I am aware of to keep tabs on a ticket is the CC Field. It would be a Huge Time Saver if we could Generate a View of the Outstanding Tickets meeting a given criteria where the CC Field Contains our Name.
Please add the ability to Filter by the CC Field or consider adding additional fields like Watching or Interested Party that we can filter by.
Thank you
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